Apouc 2014-learn-from-oracle-support

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Apouc 2014-learn-from-oracle-support

  1. 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7
  2. 2. 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
  3. 3. 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 APOUC Leaders’ Meeting 2014 Learn from Oracle Support Eric Lo Director, Customer Management May 15, 2014
  4. 4. 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Get Proactive with Oracle Premier Support
  5. 5. 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 What is ‘Get Proactive’ all about? Avoid the unexpected. GET PROACTIVE!  Prevent is about staying healthy, detecting and solving issues before they have an impact on your software and systems  Resolve is about detection capabilities and diagnostic tools to help you implement the right corrective actions  Upgrade is about doing it right the very first time, ultimately creating a streamlined, reliable, and repeatable process Want even more?  Connection is a key enabler for advanced proactive capabilities.  Look for this image throughout the presentation as we identify specific Oracle proactive support capabilities unlocked when you ‘Get Connected’
  6. 6. 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Value Proposition
  7. 7. 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Achieve Success • Lower Cost – Preventive System Maintenance • Higher Business Value – Maximize System Performance • Reduced Risk – Boost Uptime With Oracle Support Best Practices
  8. 8. 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Oracle Premier Support Delivering Value  Improve uptime with up to 25% fewer problems  Error-free implementation best practices  Health and Patch recommendations & validation Prevent  Up to 40% faster problem resolution  Faster detection & resolution – Auto Service Request  Expert Network  Dramatically streamlined upgrades  Proven lifecycle advisors  Patch and upgrade plan validations  Platform Certifications Resolve Upgrade
  9. 9. 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 DISCOVER MORE Get Proactive
  10. 10. 10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Maintain Systems Health and Availability • Leverage configuration-based health and risk recommendations to improve your systems health and increase systems uptime • Review product and security alerts • Identify recommended patches • Stay informed: Personalize Knowledge, and sign up for hot topics PREVENT
  11. 11. 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Health and Risk Recommendations • Enable Oracle's Software Health Check and Oracle Sun System Analysis capabilities • Rules are run against your collection and any known issues or risks found are made available via Health Recommendations or Risk Analysis Report
  12. 12. 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Product and Security Alerts Quick access to quarterly Critical Patch Update (CPU) information
  13. 13. 13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Recommended Patch Advisor • Quickly identify recommended patches for your product or products in your product stack that you use together
  14. 14. 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Stay Informed • Newsletters keep you informed with the latest product news • Follow Oracle Premier Support through social media channels • Configure email notifications to ensure you receive targeted alerts for Critical Patch Updates (CPUs), Security Alerts and Third Party Bulletin updates • Participate in Advisor Webcasts and hear from Oracle Premier Support subject matter experts who offer methods and solutions to help you avoid potential pitfalls
  15. 15. 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Find Answers Fast • Visit Product Information Centers, a one-stop shop for important resources • Utilize auto-detect capabilities to dispatch assistance for known issues • Participate in our vibrant online Support Community and find answers quickly • Explore the powerful My Oracle Support Knowledge Base • Troubleshoot with the Configuration Change History capability With the Right Tools and Knowledge RESOLVE
  16. 16. 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Product Information Centers  One-Stop ‘Product’ Shop  Comprehensive best practices, tools and knowledge  Targeted content to assist you with troubleshooting and error resolution
  17. 17. 17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Automated Service Request (ASR)  Utilize auto-detect capabilities  Problem resolution can be expedited through automated service request generation for qualified Oracle Sun Server, storage, Exadata and Exalogic systems, when specific hardware faults occur  Configuration and diagnostic data can also be collected to accelerate problem resolution
  18. 18. 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 My Oracle Support Community  Join an extended network of Oracle professionals and industry peers and find answers fast
  19. 19. 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Knowledge Base 1) The first ten of eighty possible results are displayed in each bucket. 2) To show the next ten click “Load More.” 1) Tabbed source choices 2) Bucketed results 3) Zoom to specific results 4) Product, version and platform selection now up front Benefit: Easier to see search results from different sources.
  20. 20. 20 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Configuration Change History  Quickly identify what has changed in your environment by comparing your configuration between two points in time
  21. 21. 21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Do you Have 60 Minutes? • Learn how to resolve like a My Oracle Support power user • New series of live and on-demand webcasts • Webcasts teach skills and knowledge to effectively leverage relevant proactive resources • Learn through real-world scenarios, live product demonstrations, hands-on labs, and Q&A with subject matter experts • Register for first Webcast: Resolve—Find Answers Fast https://oraclecse.webex.com/oraclecse/onstage/g.php?p=19&t=m support.oracle.com | ID 740966.1
  22. 22. 22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Create a Reliable and Repeatable Process • Review and verify your products are certified • Utilize Upgrade Advisors with best practices by product, business process, version and phase • Deploy patch and upgrade plan validations • Leverage the Inventory Report to help plan your upgrade UPGRADE
  23. 23. 23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Certification  Verify certification of any combination of Oracle, third-party products and operating systems that Oracle has tested and confirmed work together
  24. 24. 24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Upgrade Advisors  Access best practices and step-by-step instructions and upgrade with confidence
  25. 25. 25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Patching and Maintenance Advisors  Plan and execute a viable patching and maintenance strategy  Includes a complete project patch plan specific to your environment
  26. 26. 26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Inventory Report  Find previous releases of products which are no longer supported and export this list as a work list for upgrades  Compare and contrast the trends for the installation of selected platforms or products and compare to your staffing plans to find gaps or overlap
  27. 27. 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 DISCOVER MORE Get Connected
  28. 28. 28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Connection Types • For software customers, connection is achieved by sharing configuration and diagnostic data through Oracle Enterprise Manager (recommended) or Oracle Configuration Manager • For Hardware customers, connection is achieved through Auto Service Request, Explorer, and Oracle Services Tools Bundle for Sun Systems Unleash the value of Oracle Premier Support advanced proactive capabilities, Get Connected Oracle Enterprise Manager Upload configuration data through the EM harvester Oracle Configuration Manager Centralized configuration information based on your Oracle technology stack Service Tools Bundle Support your Solaris standard operating systems and architectures with the Self-extracting installer bundle Oracle Auto Service Request Generate auto service request s on qualified Oracle systems when specific hardware faults occur
  29. 29. 29 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Get Proactive Portfolio Library  Some “Get Proactive” Capabilities are only available for certain products.  Due to this, we have created a “library” of popular and effective product-based “Get Proactive” capabilities that can be inserted into the presentation to personalize it to the customer
  30. 30. 30 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Database Portfolio
  31. 31. 31 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Patch Recommendations  Proactively identify missing recommended patches (including CPUs and PSUs relevant to your Oracle environment)
  32. 32. 32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 SQLTXPLAIN Tool  Perform SQL Tuning analysis using the SQLTXPLAIN (SQLT) tool  Diagnostic output generated by the tool aids in troubleshooting performance problems
  33. 33. 33 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 ORA-600/7445 Tool  Advanced troubleshooting capabilities for generic ORA-600 and ORA-7445 errors  Diagnosis can be done based on error code, error message, or by parsing the related stack trace
  34. 34. 34 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Diagnostic Framework  Use of Diagnosability Framework (DFW) ensures complete incident diagnostic information is provided to Oracle Support
  35. 35. 35 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Upgrade Planner  Leverage Uploaded Configurations To Create Personalized Upgrade Plans  Determine Which Release To Upgrade To  Identify Additional Patches Needed and Determine Conflicts
  36. 36. 36 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Patch Planner  A collection of patches deployed as a group  Detect and resolve conflicts with installed patches before deployment
  37. 37. 37 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Middleware Portfolio
  38. 38. 38 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Fusion Middleware Product Information Centers  Dynamic Information Centers cover common tasks required for the installation, maintenance, and management of Fusion Middleware Products
  39. 39. 39 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Fusion Middleware Upgrade Advisors  Upgrade with confidence  Fusion Middleware Upgrade Advisors provide step-by-step instructions and best practices from various sources
  40. 40. 40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 E-Business Suite Portfolio
  41. 41. 41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7
  42. 42. 42 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 • One-Stop ‘Product’ Shop • Comprehensive best practices, tools and knowledge • Targeted content to assist you with troubleshooting and error resolution Product Information Centers
  43. 43. 43 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 E-Business Upgrade Advisor  Upgrade Lifecycle Advisors are specially crafted documents- Phase Approach  Provides step-by-step instructions to perform an upgrade  Easy to follow upgrade process for 11.5.10.2 to 12.1.3 or 12.2  Access to the relevant information and knowledge dependent on current phase/step in the Lifecycle process  Potential to reduce the total upgrade lead time
  44. 44. 44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Patching and Maintenance Advisors  Contains proven methodologies for patch application  Shares full details to successfully complete pre-patch, patch application, and post-patch requirements  Provides tracking lessons learned in testing your original patch plan  Checks to ensure satisfactory patch and code levels are in place
  45. 45. 45 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 My Oracle Support Accreditation Program Accreditations  My Oracle Support (Level 1)  Product-Specific (Level 2) Program Pages  Program Home page – 1583898.1  FAQ – 1585906.1 E-Business Suite Path EBS path – 1580100.1 Stay informed, period close, patching, Certifications, upgrade advisor, reporting Why Get Accredited?  Enhanced reputation & Skills  Increased productivity, more time on your job  Stay current on tools and best practices  Easy to implement, high- value best practices
  46. 46. 46 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 My Oracle Support Accreditation • Accreditation program launched in Sept 2013 – My Oracle Support learning path – Product-specific learning paths • Targeted to experienced Customers – Validate existing knowledge – Best practices and recommendations enable user to fully leverage core tools and capabilities • Early adopter program through April 2014 Available Paths — My Oracle Support ▲ Oracle Database ▲ Oracle E-Business Suite ▲ Oracle Fusion Middleware
  47. 47. 47 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Why Get Accredited? Results • Fully leverage support capabilities delivered via My Oracle Support • Easy-to-implement, high-value best practices • Efficiency with Oracle tools = more time spent on primary business role • Enhanced reputation and skills My Oracle Support Accreditation Easy-to-track modules Consume at your pace
  48. 48. 48 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Prerequisites • 6-9 months active use of My Oracle Support functions, including service requests • Solid working knowledge of features and core functionality (My Oracle Support) • Solid working knowledge of Oracle product and how your business is using product to meet objectives (Product- Specific)
  49. 49. 49 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Where Accreditation Fits New user & Ongoing learning –  User Resource Center  Essentials Webcasts  My Oracle Support How-To Series Active user –  Use My Oracle Support regularly for primary role  Gain expertise with core features Proven expertise –  Consider accreditation  Build on existing knowledge  Pass accreditation exam
  50. 50. 50 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Accreditation Series Index Customer Accreditation program accessed via Series Index
  51. 51. 51 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Available Accreditation Courses
  52. 52. 52 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 My Oracle Support Accreditation
  53. 53. 53 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 SUMMARY
  54. 54. 54 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Take Advantage of Oracle Support Best Practices • Don’t leave value on the table • Lower overall organizational costs through preventative maintenance • Reduce risks and maximize uptime • Achieve resolution faster • Streamline and simplify your daily operations • Get even more through connection
  55. 55. 55 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7 Learning Resources • My Oracle Support User Resource Center (873313.1)
  56. 56. 56 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 7

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